Refund and Returns Policy

Last updated: July 2026

At Elite Luke Oil, we strive to ensure our customers are completely satisfied with their purchases. This Refund and Returns Policy governs all purchases made through our online shop and has been constructed in strict compliance with the UK Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the standard security and operating rules for card processing networks (including Visa, Mastercard, and American Express compliance under PCI DSS guidelines).

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations, you have the statutory right to cancel your online order for any reason within 14 days of receiving your physical goods.

• Cancellation Window: You must notify us of your decision to cancel within 14 days starting from the day after the day you (or a third party designated by you) received the physical products.

• Condition of Returned Goods: To qualify for a full refund under your cancellation rights, items must be returned to us unused, complete, undamaged, and in their original, unopened packaging. Due to the nature of our products (lubricants, chemical additives, and automotive liquids), once a container’s factory seal has been broken, the item is no longer in a resalable condition and cannot be returned under the 14-day cooling-off period.

• How to Cancel: To exercise your right to cancel, please notify us explicitly in writing by emailing us at our official support email (or using our online contact form) with your order number, contact details, and the list of items you wish to return.

2. Damaged, Defective, or Incorrect Goods

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their intended purpose, and exactly as described. If you receive an item that is damaged, leaking, defective, or incorrect, you are protected by the following statutory rights:

• Within 30 Days: If the goods are faulty or damaged upon arrival, you are entitled to an immediate full refund or a direct replacement.

• Inspection on Delivery: Due to the heavy nature of liquid lubricants and bottled products, we advise customers to inspect parcels immediately upon delivery. If you detect visible leakage or severe structural packaging damage, please refuse the delivery if possible, or contact us within 48 hours with photographic evidence.

3. Return Procedure & Costs

Once your return request is authorised by our customer service team:

1. You must send back the goods without undue delay and, in any event, no later than 14 days from the day you communicated your cancellation request to us.

2. Return Shipping Costs: Unless the goods are proven faulty, damaged, or shipped incorrectly by us, you will be responsible for paying the direct cost of returning the items.

3. Safe Transit: We strongly advise using a tracked or registered delivery service with sufficient shipping insurance. Since lubricants are classified as liquids, please ensure they are packed securely in an upright position with adequate cushioning. We cannot accept liability or issue refunds for goods lost or damaged in transit back to our warehouse.

4. Refund Processing & Card Merchant Compliance

We process refunds in strict compliance with UK legislation and online card gateway policies (including merchant operating rules):

• Timing: If you are eligible for a refund, we will process it within 14 days of receiving the returned goods, or (if earlier) 14 days after the day you provide verifiable proof that you have sent the goods back.

• Original Payment Method Only: In compliance with strict global Anti-Money Laundering (AML) regulations and card scheme rules (Visa/Mastercard/Amex compliance), all refunds must be credited exclusively back to the original debit, credit, or charge card used to make the purchase. Under no circumstances can we issue a refund to an alternative card, a different bank account, or via cash.

• Transaction Costs: The refund will include the original purchase price of the returned goods. If you chose standard delivery, we will also refund the basic delivery charge. If you opted for premium, express, or timed delivery, only the cost of our cheapest standard delivery option will be refunded.

• Bank Processing Times: While we issue refunds promptly, the credit may take 3 to 10 business days to appear on your bank or card statement, depending entirely on your card issuer’s clearing cycles.

Warning: Attempting to bypass these procedures by initiating a chargeback with your card provider without contacting us first violates our Terms of Service and may be flagged as card network misuse. Please contact our support team first to quickly resolve any order discrepancies.

5. Exclusions from Returns

We cannot accept returns or offer refunds for:

• Goods that have been unsealed, opened, or mixed inseparably with other liquids/materials after delivery.

• Products that have been partially used or poured into any engine, machinery, or external container.

• Custom-blended or personalised industrial lubrication orders.

6. Contact Us

For any questions regarding your order, returns, or processing a refund, please contact us at:

• Elite Luke Oil Customer Support

• Email: info@eliteoil.co.uk

• Website: eliteoil.co.uk

• Address: 55 Belsize Park, Swiss Cottage, London, England, NW3 4EE